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Beds.co.uk
Reviews 11,684 • Excellent
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4.7

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Inderjit Sandhu
2 reviews
Rated 1 out of 5 stars
Updated an hour ago
TERRIBLE COMPANY TO DEAL WITH I don't normally write reviews but this…
I don't normally write reviews but this company is terrible to deal with. I cancelled an order before it was despatched and they are making me jump through hoops to get a simple refund. Even though I have requested the refund in writing AND spoken to a manager who authorized the refund over the phone, I was then told that someone from their Escalations department would call me back before the end of the day. Surprise surprise... I received no phone call. I called back and spoke to the same manager who advised that I would definitely receive a call back. He assured me that the order will not be despatched and that I would get a refund. Guess what? Still no call after 3 days. Luckily my credit card company will reimburse me but this company is a joke when something goes wrong. The cheap prices are just not worth the aggro. I'd rather pay a little extra for a reliable service with honest staff. If you take this risk like I did, you will regret if you need to return or cancel an order.

Julie.P Beds.co.uk R. — Beds.co.uk Rep

over a year old

Hi Inderjit, Thanks for your review, I am sorry to learn that you were faced with difficulty canceling an order, I can see that our cancellations team tried to contact you and left a voicemail. Your order with us was cancelled on the 13th August and a full refund of £159.95 has been processed back to the original payment method, Please allow 2-3 working days for the funds to credit your account and become usable again.

Best Wishes

Julie. P
Beds.co.uk Customer Satisfaction Team.

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I believe the true test of a company is how it reacts when things go wrong. Using that benchmark and my experience I would avoid this company at all costs. Failed delivery, disinterested manager, rude manager, numerous broken promises all amount to non existent customer service.
After 9 days of waiting for a call back flagged as urgent and promised without fail within 24 hours, I gave up and sent the email detailed below. Surprise, surprise no response as yet.

"I have been given this email address to detail the dreadful experience I have had with an order and the subsequent problems and shockingly poor customer service we have experienced.

I will attempt to detail everything but it is difficult to express in writing just how dreadful this experience has been and how let down and upset we feel.

Its was my sons birthday 18th birthday on 31st jan and his big wish was for his first double bed.

Having found a bed that fit the bill on your website I rang to check it was in stock and also check you could deliver on the day of his birthday, so it would be a surprise for him. I was assured you had stock and delivery on the day was all part of the service. My wife called the following day and placed the order again explaining the exact requirements and all was confirmed as being in place. This was some two weeks ahead of the big day so we sat back and relaxed safe in the knowledge that everything was arranged. On Tuesday 30th Jan we received emails telling us our delivery would be with us after 1pm on the 31st, all was good.

Sadly that was something of a false dawn and things went rapidly downhill from there.

Later on the Tuesday around 3pm my wife was called by a member of your team, Adam I believe, to be told that the bed wasnt coming. He offered 2 'like for like' alternatives and asked my wife to view them and get back to him. Panicking by now, my wife called me and asked me to view the alternatives and get one ordered. Sadly on viewing the so called 'like for like' alternatives it became clear that they were both pine finish when our bed was white. Not exactly 'like for like'!

I called your customer service number and after waiting for a considerable time spoke to a young lady and explained the situation, the fact the alternatives were not suitable and the lengths we had gone to to ensure this order would happen as our sons 18th birthday surprise and that it would appear our sons birthday surprise was about to be ruined. She listened intently and was clearly shocked at what had happened and said she couldnt sort the problem but that she would pass me to her manager who had the authority to sort this out.

I was connected to Adam who told me he was the manager of the aftersales team. My experience with Adam was without doubt the worst experience I have ever had when speaking to a company over the phone. I am told you record your calls, I would suggest you review the call. From the beginning of the call he sounded as if he was annoyed that he was having to speak to me and made no secret of the fact that he felt I was being unreasonable in being so upset at being let down by the company. Across a very long conversation he didnt at any point appear to understand why I was upset or empathise with us and had no grasp of why my son might be upset too. He suggested my only options were to wait for the bed to come in, despite having no idea when this would be, take one of the alternatives, despite them not being suitable or have a refund. I pointed out the flaws in each option and Adam then went into t&c mode. Rather than trying to be creative with a solution and make me feel understood and valued he started quoting terms and conditions. Not exactly what I expected. At one point I asked him how he would feel in my shoes, he didnt want to answer that one. He then asked me 'what do you expect me to do? What would you do?'

I suggested I would do all in my power to get a white bed delivered as per the contract, even if this meant sourcing one from another supplier, I would do everything to fulfill my companies promise to the customer. His response was to tell me and I paraphrase here, 'well thats not going to happen'. He then followed to suggest that my wife was perfectly happy when he spoke to her and suggest I was over reacting. This is my wife who was in tears and too upset to speak to anybody about it. I asked Adam to explain how my bed could go from being confirmed as in stock and reserved for delivery to unavailable and why it was only discovered at 3pm the day before leaving us no time to source a replacement. He told me there was a problem with the bed, in fact with all the beds of that type and it was only discovered when loading them. He also stressed i wasnt the only one affected suggesting this should make me feel better. When i queried how this set of circumstances could occur he then said the lack of stock was actually a human error, when i pointed out that he was changing his story on the hoof he suggested it was me who had got it wrong, im sure the call recording will show me to be correct, so much for 'the customer is always right'. After hitting my head against the brickwall of indifference that was Adam for around 30 minutes I gave up and asked to speak to a more senior person. To be told there wasnt one! I didnt believe this and persisted until Adam said, 'there is the resolutions team, but thats only for when there are problems', I laughed at this point and pointed out that we most certainly 'had a problem'. Reluctantly Adam agreed to pass our case to resolutions and said I would be called within 24 hours.

I waited 8 days with no contact so called yesterday to find out what was going on. I had to detail the situation again and the very apologetic representative said she could totally understand how let down I felt and that she couldnt understand how any of this could have happened. She promised me a call back that same day, without fail.

Here I am a day later with still no call.

This whole experience has been dreadful. You originally got it very wrong and badly impacted upon a very important family occasion. The service since that point has compounded the original problem and frankly multiplied it massively through a liturgy of disinterest and false promises.

I believe mistakes happen and that a company is judged on how it responds to mistakes. Sadly your companies response leaves a great deal to be desired.

I would still like to speak to somebody about this and I very much welcome your observations and suggestions for a resolution to this dreadful situation."

Ordered a £100 pounds mattress as I was short on money at the time of the order and needed a mattress delivered ASAP. The mattress online looked brilliant for the price they charged and it said it contained both springs and and foam.

Now I understand that the description says that 'colour and stitching might differ' and I would've been okay with the mattress being of a different color and/or having different markings on top of it, but this is certainly NOT what I've ordered. It's a springs-only mattress, thinner than the one ordered and of an entirely different build.

I've tried to ask for a refund, but they've said that I've got the right product and it just has different colors and stitching. Apparently they use the 'different colours and stitching' to basically say 'it's the same model' excuse whenever they deliver something else.

James, the agent to whom I spoke about the issue, said that he apologizes and one of the offers he made me is a £10 refund and 10% discount for a future order, which means he agreed with me that it was a missell and/or they've delivered the wrong item. When I've asked for a full refund in exchange for the mattress, he started saying that I've got the correct mattress and therefore will charge me £50 for the transport of the product, which is half of it's price!

It's been (yes, I've double checked) almost 30 hours since I've told James that I feel scammed for not being able to get my money back for a product I didn't order and he is still yet to reply to me.

DO NOT BUY FROM THESE GUYS!

This is what I've ordered:
https://beds.co.uk/media/catalog/product/cache/1/thumbnail/290x290/9df78eab*******d08d6e5fb8d*******e95/s/p/springa.jpg

And this is what I've got. Scroll down to see all 4 pictures.
https://imgur.com/a/kyJqG

So now I'm stuck with this mattress that I do not want and it's certainly NOT what I've asked for.

Great value product for what we paid...

GRT ITEM, EASY TO ORDER AND ARRANGE DELIVERY. WAS WORTH THE MONEY, LET ME ARRANGE THE BEST DELIVERY DATE FOR ME